Remote support apparatus, electronic apparatus, remote support method, and storage medium

ABSTRACT

An image forming apparatus including a plurality of processing units capable of performing different support processing for a user asking for support, and a remote support apparatus operated by an operator are connected via a communication path. The remote support apparatus transmits to the image forming apparatus a request to perform the support using the selected processing unit, or a request to switch the processing unit to a selected specific processing unit and a request to perform the support. The image forming apparatus allows the processing unit which follows the request to perform the support, to perform the support, and switches the processing unit according to the request to switch the processing unit to allow the switched processing unit to perform the support. Further, the image forming apparatus returns a result which should be returned, among results of the performed support, to the remote support apparatus.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a Continuation of U.S. patent application Ser. No.14/955,541, filed Dec. 1, 2015, which is a Continuation of U.S. patentapplication Ser. No. 14/462,229, filed Aug. 18, 2014, now U.S. Pat. No.9,232,082, which claims the benefit of Japanese Patent Application No.2013-171550, filed Aug. 21, 2013, all of which are hereby incorporatedby reference herein in their entirety.

BACKGROUND OF THE INVENTION Field of the Invention

The present invention relates to a remote support technique for remotelyproviding support regarding how to use an electronic apparatus such asan image forming apparatus and a troubleshooting procedure therefor,from a remote location.

Description of the Related Art

As it becomes increasingly complicated to use electronic apparatusessuch as image forming apparatuses and to perform trouble shootingprocedures therefor, it becomes frequent that users of these electronicapparatuses directly inquire to call centers of manufacturers to getanswers. Regarding such call centers, Japanese Patent ApplicationLaid-Open Nos. 2013-45198 and 2013-45200 each discuss a terminalapparatus that transmits a predetermined command to an electronicapparatus at a remote location to thereby collect and analyze stateinformation of the electronic apparatus. This terminal apparatus is setup at a call center. The terminal apparatus transmits the predeterminedcommand to the electronic apparatus upon detecting occurrence of anerror at the electronic apparatus. The electronic apparatus collects animage of a user operation screen, user operation information, and thestate information of the electronic apparatus to transmit them to theterminal apparatus based on the command. The terminal apparatus analyzesthe collected information and transmits support data according to aresult of the analysis to the electronic apparatus. The electronicapparatus displays a procedure for solving the error based on thesupport data on the user operation screen.

Japanese Patent Application Laid-Open Nos. 2013-45198 and 2013-45200suggest that the terminal apparatus discussed therein enables the callcenter to provide appropriate support to a user according to the statusof the electronic apparatus even without telephone communication madebetween the user asking for support and an operator on the call centerside.

However, the above-described terminal apparatus operates under thepremise that the support data and an error analysis procedure which isidentified based on the support data are predetermined by the supportside. Therefore, there is left such a problem that this service cannotnecessarily help the user, depending on a content of sought support.More specifically, the information grasped by the call center alone, maynot be sufficient for the solution, which makes it difficult todetermine an appropriate support measure.

In such a case, a serviceman in charge of technical support physicallymust visit a user's location to solve the trouble, but this leads to adelay in providing support. If the electronic apparatus runs into astate unexpected by the support side, user's business, especially a usermaking a commercial product may end up incurring some loss due to thatdelay.

SUMMARY OF THE INVENTION

The present invention is mainly directed to providing a remote supporttechnique that allows a support side to quickly recognize a presentstatus of an electronic apparatus for which even the support side maynot possibly anticipate a solution.

According to an aspect of the present invention, the present inventionprovides a remote support method for a remotely supporting electronicapparatus including a plurality processing units capable of performingdifferent support processing for a user asking for support. This remotesupport method starts with establishment of a connection between aremote support apparatus operated by an operator providing support tothe user and the electronic apparatus via a communication path.

After connected to the electronic apparatus, the remote supportapparatus selects any of the plurality of processing units, andtransmits to the electronic apparatus a request to perform the supportprocessing using the selected processing unit, or a request to switchthe processing unit to a selected specific unit and a request to performthe support processing using the switched processing unit. Further, theelectronic apparatus allows the processing unit which follows therequest to perform the support processing from the remote supportapparatus, among the plurality of processing units, to perform thesupport processing, switches the processing unit according to therequest to switch the processing unit to allow the switched processingunit to perform the support processing, and returns a result whichshould be returned, among results of the performed support processing,to the remote support apparatus.

The remote support apparatus acquires the returned result among theresults of the support processing performed in the electronic apparatus.

Further features of the present invention will become apparent from thefollowing description of exemplary embodiments with reference to theattached drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 illustrates an overall configuration of a remote support systemaccording to an exemplary embodiment of the present invention.

FIG. 2 illustrates hardware configurations of an image forming apparatusand a remote support apparatus.

FIG. 3 illustrates software configurations of the image formingapparatus and the remote support apparatus.

FIG. 4 is a flowchart (1) illustrating a procedure performed in theimage forming apparatus.

FIG. 5 is a flowchart (2) illustrating the procedure performed in theimage forming apparatus.

FIG. 6 is a flowchart (1) illustrating a procedure performed in theremote support apparatus.

FIG. 7 is a flowchart (2) illustrating the procedure performed in theremote support apparatus.

DESCRIPTION OF THE EMBODIMENTS

Various exemplary embodiments, features, and aspects of the inventionwill be described in detail below with reference to the drawings. In thefollowing description, an exemplary embodiment of the present inventionwill be described with reference to the drawings.

FIG. 1 illustrates an overall configuration of a remote support systemaccording to the present exemplary embodiment. The remote support systemincludes an image forming apparatus 101 that is an example of anelectronic apparatus, and a remote support apparatus 102 set up at acall center. Each of the image forming apparatus 101 and the remotesupport system 102 is a computer having a data communication function ofexecuting call control through Hyper Text Transfer Protocol (HTTP)communication to perform data communication.

The image forming apparatus 101 is connected to a network 106 via afirewall (FW) 104. The remote support apparatus 102 is connected to thenetwork 106 via a FW 105. An HTTP relay server 103 is also connected tothe network 106. In HTTP communication, client nodes perform datacommunication with each other by issuing a POST request or a GET requestto a Uniform Resource Identifier (URI) provided from the HTTP relayserver 103. The “POST” request is a request to transfer a resource, andthe “GET” request is a request to acquire a resource. This mechanismallows the client nodes to perform data communication with each othereven when the client nodes are blocked by a private address area or theFWs 104 and 105.

Both the image forming apparatus 101 and the remote support apparatus102 operate as the above-described “client nodes”. The exampleillustrated in FIG. 1 indicates that the remote support system isconfigured in such a manner that the client nodes communicate with thenetwork 106 via the FWs 104 and 105 between each other. However, theremote support system may have a network configuration that omits theintervention of the FWs 104 and 105. Further, larger numbers of FWs,image forming apparatuses, and remote support apparatuses than thoseillustrated in FIG. 1 may be connected to the network 106. Further, thecommunication protocol does not necessarily have to be HTTP.

FIG. 2 illustrates a hardware configuration of the remote supportsystem. The image forming apparatus 101 is a kind of a computer thatincludes a central processing unit (CPU) (“CPU” stands for a centralprocessing unit, and the same will apply hereafter) 202. The CPU 202comprehensively controls access to various kinds of devices connected toa system bus 206 based on a computer program stored in a read onlymemory (ROM) (“ROM” stands for a read only memory, and the same willapply hereafter) 203 or a hard disk (HDD) 205. The ROM 203 stores abasic control program and other read-only data. A random access memory(RAM) (“RAM” stands for a random access memory, and the same will applyhereafter) 204 mainly functions as a main memory and a work memory ofthe CPU 202. Further, a memory capacity can be expanded by using anoptional RAM connected to a not-illustrated expansion port. The harddisk (HDD) 205 stores a boot program, various kinds of applications,font data, a user file, an edition file, and the like. In addition tothe HDD 205, a Secure Digital (SD) card, a flash memory, or the like maybe used as an external storage device.

A scanner interface (I/F) (“I/F” stands for an interface, and the samewill apply hereafter) 201 controls an image input from a scanner 215. Aprinter I/F 207 controls an image output to a printer 216. An operationpanel 212 is provided with a display screen capable of visuallyrepresenting information stored in the image forming apparatus 101, anda receiving screen capable of receiving an operation input to control anoperation in the image forming apparatus 101. A panel operation I/F 208displays the information on the display screen of this operation panel212 and inputs various kinds of setting information set on the receivingscreen of the operation panel 212. An image input I/F 209 acquires asupport image from an image input device 213 such as a camera. An audioinput/output I/F 210 inputs and outputs audio data between the imageforming apparatus 101 and an audio input/output device 214 such as aheadset. A network I/F 211 performs data communication with an externalnetwork via a network cable.

In the remote support apparatus 102, a CPU 221 comprehensively controlsaccess to various kinds of devices connected to a system bus 225 basedon a computer program stored in a ROM 222 or a hard disk (HDD) 224. TheROM 222 stores a basic control program and other read-only data. A RAM223 mainly functions as a main memory, a work memory, and the like ofthe CPU 221. Further, the remote support apparatus 102 is configuredsuch that a memory capacity can be expanded by using an optional RAMconnected to a not-illustrated expansion port. The hard disk (HDD) 224stores a boot program, various kinds of applications, font data, a userfile, an edition file, and the like. In addition to the HDD 224, an SDcard, a flash memory, or the like may be used as an external storagedevice.

A network I/F 226 performs data communication with an external networkvia a network cable. A keyboard I/F 227 controls a key input from akeyboard 231 or a not-illustrated pointing device. A display I/F 228controls a display 232. An image input I/F 229 controls an image inputfrom an image input device 233 such as a camera. An audio input/outputI/F 230 controls an audio input/output between the remote supportapparatus 102 and an audio input/output device 234 such as a headset.

FIG. 3 illustrates a software configuration of the remote supportsystem. The CPU 202 reads and executes the above-described controlprogram so that the image forming apparatus 101 realizes various kindsof functions. More specifically, the image forming apparatus 101 causesthe hardware including the CPU 202 to function as a user interface(hereinafter referred to as a “UI unit”) 301, a session management unit302, an HTTP control unit 303, and a main control unit 304.

The UI unit 301 controls display on the display screen of the operationpanel 212, and controls an input of various kinds of setting informationset on the receiving screen of the operation panel 212. Further, throughsuch control, the UI unit 301 causes the hardware to operate as aplurality of processing modules capable of performing different supportprocessing for a user. In the present exemplary embodiment, theprocessing modules are a support image display module, a support imagetransmission module, an operation module, a first image managementmodule, and a second image management module, and they become executableby switching as necessary.

The support image display module acquires a support image from theremote support apparatus 102, and allows the acquired support image tobe displayed on the display screen of the operation panel 212. Thesupport image transmission module acquires a support image indicating anevent that has occurred in the image forming apparatus 101, andtransmits the acquired support image in a form recognizable by theremote support apparatus 102. The “recognizable form” means a datastructure that the remote support apparatus 102 can reproduce. Theoperation module transmits an operation unit image representing thereceiving screen in a form recognizable by the remote support apparatus102, and recognizes an operation content performed on the transmittedoperation unit image to input an operation based on the recognizedoperation content. The first image management module transmits a supportimage in a form recognizable by the remote support apparatus 102. Thesecond image management module allows a processed image, which is formedby processing the support image, to be displayed on the display screenprovided to the image forming apparatus 101.

The session management unit 302 instructs the HTTP control unit 303 totransmit and receive data for session management according to a sessionstart or end instruction received from the UI unit 301. In other words,the session management unit 302 operates as a communication module thatestablishes a connection to an external network together with the HTTPcontrol unit 303.

The main control unit 304 comprehensively controls an operation in theimage forming apparatus 101 including the UI unit 301, the sessionmanagement unit 302, and the HTTP control unit 303. Further, the maincontrol unit 304 allows, among the above-described various processingmodules, a processing module, based on a request from the remote supportapparatus 102, to perform the support processing in cooperation with theUI unit 301. More specifically, the main control unit 304 acquiressupport type data that indicates a selection of a processing module, arequest to switch the processing module, and a request to perform thesupport processing via the HTTP control unit 313. Then, the main controlunit 304 determines a support type from the acquired support type data.Further, the main control unit 304 switches the processing moduleaccording to the request to switch the processing module and causes theswitched processing module to perform the support processing. Further,the main control unit 304 performs control to transmit a result whichshould be returned to the remote support apparatus 102, among results ofthe performed support processing, via the HTTP control unit 303.

Similarly, the CPU 221 reads and executes the control program, throughwhich the remote support apparatus 102 also realizes various kinds offunctions. More specifically, the remote support apparatus 102 causesthe hardware including the CPU 221 to function as a UI unit 311, asession management unit 312, an HTTP control unit 313, and a maincontrol unit 314.

The UI unit 311 controls a key input from a keyboard, and controls whatis displayed on the display 232 via the keyboard I/F 227 and the displayI/F 228. Further, the UI unit 311 also controls an input/output of audiodata and image data via the audio input/output I/F 230, the display I/F228, and the image input I/F 229. Further, by this control, the UI unit311 operates as a module selection unit that selects any of theplurality of processing modules to be realized in the image formingapparatus 101. Further, the UI unit 311 operates as an output unit thatoutputs a request to perform the support processing by the processingmodule selected via the module selection unit, or a request to switchthe processing module to a specific processing module after theselection and a request to perform the support processing by theswitched processing module.

The session management unit 312 instructs the HTTP control unit 313 totransmit and receive data for session management according to a sessionstart or end instruction received from the UI unit 311. In other words,the session management unit 312 operates as a communication moduletogether with the HTTP control unit 313.

The main control unit 314 comprehensively controls an operation in theremote support apparatus 102 including the UI unit 311, the sessionmanagement unit 312, and the HTTP control unit 313.

Further, the main control unit 314 supports, for example, execution ofthe support processing by the above-described various processingmodules, in cooperation with the UI unit 311. Further, the main controlunit 314 operates as an image processing module that performs imageprocessing such as insertion of a character, a symbol, and the likeinput from the keyboard 231, on a process target image. The processtarget image is transmitted or provided via the network I/F 226 thatacquires an image from the network 106, or the image input device 233and the image input I/F 229 that acquire an image from the user.Further, the main control unit 314 operates as a support processingresult acquisition unit that acquires a result which should be acquired,among results of the support processing performed in the image formingapparatus 101, via the network I/F 226.

[Remote Support Method]

Next, a remote support method that becomes executable by the remotesupport system configured in the above-described manner will bedescribed.

First, a procedure performed in the image forming apparatus 101 will bedescribed with reference to FIGS. 4 and 5. In step S401, the UI unit 301of the image forming apparatus 101 detects that a button for requestinga connection to the call center is pressed from the panel operation I/F208. In response thereto, in step S402, the session management unit 302transmits identification information and authentication information ofthe image forming apparatus 101 to a URI of the HTTP relay server 103,which is stored in the HDD 205 in advance, via a POST request. Theidentification information is, for example, a serial number of the imageforming apparatus 101. The authentication information is, for example,an identification (ID) and a password assigned to the image formingapparatus 101. This processing causes the HTTP relay server 103 toauthenticate the image forming apparatus 101 and relay a session betweenthe image forming apparatus 101 and the waiting remote support apparatus102.

For example, the identification information of the image formingapparatus 101 transmitted via the POST request is used as informationassociating the image forming apparatus 101 with the remote supportapparatus 102. The HTTP relay server 103 generates a supportcommunication URI that allows the image forming apparatus 101 and theremote support apparatus 102 to exchange support information with eachother, and transmits the generated URI to the image forming apparatus101 and the remote support apparatus 102.

In step S403, the session management unit 302 acquires a success in theauthentication and the support communication URI from a “Response” tothe POST request. Alternatively, the image forming apparatus 101 mayacquire the success in the authentication and the support communicationURI by newly issuing a GET request.

The processing performed in this manner completes a step in which theHTTP relay server 103 establishes an HTTP communication path between theimage forming apparatus 101 and the remote support apparatus 102.

Next, the image forming apparatus 101 operates according to thefollowing steps. In step S404, the main control unit 304 acquiressupport type data that indicates a selection of a processing module, arequest to switch the processing module, and a request to perform thesupport processing from the support communication URI acquired by thesession management unit 302 via a GET request. Then, in each of stepsS405, S408, S411, S416, and S420, the main control unit 304 determines asupport type from the acquired support type data.

In step S405, the main control unit 304 determines whether the acquiredsupport type is “transmit a video image of a portion where an error hasoccurred”. The support “transmit a video image of a portion where anerror has occurred” is performed to cause the image forming apparatus101 (the UI unit 301) to operate as the support image transmissionmodule (switch the processing module to the support image transmissionmodule and execute the support image transmission module). Morespecifically, the support image transmission module shoots a portionwhere an error has occurred in the image forming apparatus 101 with useof a camera, and transmits video data acquired therefrom to the remotesupport apparatus 102. The support image transmission module may use acamera mounted in the image forming apparatus 101 in advance or may usean external camera. In the latter case, the acquired video data isstored into the HDD 224 via the image input device 233 and the imageinput I/F 229, and is read out as necessary. The support imagetransmission module performs the support processing, by which the videodata reaches the remote support apparatus 102, and is displayed on thedisplay 232. Therefore, an operator handling the remote supportapparatus 102 can visually understand what kind of error hasspecifically occurred in the image forming apparatus 101.

While it is determined that the support type is “transmit a video imageof a portion where an error has occurred” in step S405 (YES in stepS405) and the video data is being transmitted, in step S406, the UI unit301 presents display indicating that the video data is beingtransmitted, on the display screen of the operation panel 212. Afterthat, in step S407, the main control unit 304 sends video data formed byshooting the portion where the error has occurred for a predeterminedtime period to the support communication URI via a POST request. Afterthe video data is transmitted via the POST request, the processingreturns to step S404. In step S404, the main control unit 304 determinesa next support type. Alternatively, the processing may proceed accordingto such a procedure that the main control unit 304 continuestransmitting stream data via a POST request, and stops transmitting thePOST when the main control unit 304 asynchronously acquires a URI ofnext support type data via a GET request.

If the main control unit 304 determines that the support type is not“transmit a video image of a portion where an error has occurred” instep S405 (NO in step S405), in step S408, the main control unit 304determines whether the support type is “display a maintenance movingimage”. The support “display a maintenance moving image” is performed tocause the image forming apparatus 101 (the UI unit 301) to operate asthe support image display module (switch the processing module to thesupport image display module and execute the support image displaymodule). More specifically, the support image display module reproducesa moving image that indicates a procedure for maintaining the imageforming apparatus 101, on the operation panel 212. If this processing iscarried out, the user can perform the maintenance procedure withoutbeing at a loss. The maintenance moving image is one example of thesupport image, and the support image is not limited to this example.

If the main control unit 304 determines that the support type is“display a maintenance moving image” in step S408 (YES in step S408), instep S409, the main control unit 304 acquires the maintenance movingimage from the support communication URI via a GET request. Further, instep S410, the UI unit 301 displays the acquired maintenance movingimage on the operation panel 212. After the display ends, the processingreturns to step S404. In step S404, the main control unit 304 determinesa next support type.

If the main control unit 304 determines that the support type is not“display a maintenance moving image” in step S408 (NO in step s408), instep S411, the main control unit 304 determines whether the support typeis “remotely operate the operation unit”. The support “remotely operatethe operation unit” is performed to cause the image forming apparatus101 (the UI unit 301) to operate as the operation module, which enablesthe operator to manipulate the panel operation I/F 208 from the remotesupport apparatus 102, (switch the processing module to the operationmodule and execute the operation module). When this support processingis carried out, the operator performs a setting operation from a remotelocation, whereby the operator can smoothly solve the trouble even whenthe operator cannot suitably make a conversation with the user.

If the main control unit 304 determines that the support type is“remotely operate the operation unit” in step S411 (YES in step S411),in step S412, the main control unit 304 transmits an image displayed onthe operation panel 212 to the support communication URI via a POSTrequest. After that, in step S413, the main control unit 304 acquires aremote operation command from the support communication URI via a GETrequest. The remote operation command is, for example, a commandinstructing “a specific position in an XY coordinate system on theoperation unit is clicked”. In step S414, the UI unit 301 operates thepanel operation I/F 208 according to the remote operation commandacquired by the main control unit 304. Further, in step S415, the UIunit 301 displays a kind of operation which is being performed on theoperation panel 212. After that, the processing returns to step S404. Instep S404, the main control unit 304 determines a next support type.

If the main control unit 304 determines that the support type is not“remotely operate the operation unit” in step S411 (NO in step S411), instep S416, the main control unit 304 determines whether the support typeis “support an operation with use of a camera”. The support “support anoperation with use of a camera” is performed to carry out an operationas the first image management module, by which a portion of the imageforming apparatus 101 that needs maintenance is shot with use of acamera and video data acquired therefrom is transmitted to the remotesupport apparatus 102 (switch the processing module to the first imagemanagement module and execute the first image management module). Thefirst image management module may use the camera mounted in the imageforming apparatus 101 in advance or may use an external camera. In thelatter case, the acquired video data is stored into the HDD 224 via theimage input device 233 and the image input I/F 229, and is read out asnecessary.

Further, this support is also performed to carry out operation as thesecond image management module (switch the processing module to thesecond image management module and execute the second image managementmodule). After the video data is processed by the remote supportapparatus 102, the second image management module acquires and displaysprocessed image acquired therefrom. When these kinds of supportprocessing are performed, the user can clearly understand which spot theuser has to deal with in the maintenance portion shot by the camera,thereby smoothly solving the trouble.

If the main control unit 304 determines that the support type is“support an operation with use of a camera” in step S416 (YES in stepS416), in step S417, the main control unit 304 transmits the video dataformed by shooting the portion required to be maintained with use of thecamera for a predetermined time period, to the support communication URIvia a POST request. Further, in step S418, the main control unit 304acquires the video data processed in the remote support apparatus 102from the support communication URI via a GET request. As an example ofthe image processing performed in the remote support apparatus 102, theoperator combines a pointer or an explanatory text with the video data.

In step S419, the UI unit 301 displays the acquired processed image onthe operation panel 212. After the end of the display, the processingreturns to step S404. In step S404, the main control unit 304 determinesa next support type.

If the main control unit 304 determines that the support type is not“support an operation with use of a camera” in step S416 (NO in stepS416), in step S420, the main control unit 304 determines whether thesupport type is “end”. If the support type is “end” (YES in step S420),the processing ends. If the support type is not “end” (NO in step S420),the processing returns to step S404. In step S404, the main control unit304 determines a next support type.

Next, a procedure performed in the remote support apparatus 102 will bedescribed with reference to FIGS. 6 and 7. In step S501, the sessionmanagement unit 312 of the remote support apparatus 102 carries out GETtransmission to the URI of the HTTP relay server 103 with authenticationinformation and the identification information of the image formingapparatus 101 described in a “Request”. Because the URI of the HTTPrelay server 103 is registered in the HDD 224 in advance, the sessionmanagement unit 312 refers thereto. For example, an ID and a passwordare used as the authentication information. The serial number of theimage forming apparatus 101, for example, is used as the identificationinformation. This processing allows the HTTP relay server 103 to relay asession between the image forming apparatus 101 and the remote supportapparatus 102.

In step S502, the session management unit 312 determines whether a“Response” to the GET request is a description of a connection start. Ifthe “Response” is not a description of a connection start (NO in stepS502), the processing returns to step S501. In step S501, the sessionmanagement unit 312 carries out GET transmission again. If the“Response” is a description of a connection start in step S502 (YES instep S502), in step S503, the session management unit 312 acquires asuccess in the authentication and the support communication URI from the“Response”.

The processing performed in this manner completes the step in which theHTTP relay server 103 establishes the HTTP communication path betweenthe image forming apparatus 101 and the remote support apparatus 102.

Next, the remote support apparatus 102 operates according to thefollowing steps. In step S504, the UI unit 311 receives a selection orswitching of a support type from the keyboard I/F 227. After that, insteps S505, S510, S513, S519, and S525, the UI unit 311 determines thesupport type.

In step S505, the UI unit 311 determines whether the received supporttype is “transmit a video image of a portion where an error hasoccurred”. If the support type is “transmit a video image of a portionwhere an error has occurred” (YES in step S505), in step S506, the UIunit 311 determines whether an “end” of the support is received from thekeyboard I/F 227. If an “end” is received (YES in step S506), theprocessing returns to step S504. In step S504, the UI unit 311 receivesa next support type. If an “end” is not received (NO in step S506), theUI unit 311 notifies the main control unit 314 to that effect.

In step S507, the main control unit 314 generates a “Request” with thesupport type set to “transmit a video image of a portion where an errorhas occurred”, and transmits the generated “Request” to the supportcommunication URI as a POST request. After that, in step S508, the maincontrol unit 314 acquires the video data of the portion where the errorhas occurred from the support communication URI via a GET request.

In step S509, the UI unit 311 causes the display I/F 228 to display thevideo data acquired by the main control unit 314. After the video datais displayed, the processing returns to step S506, and the processingcontinues.

If the UI unit 311 determines that the support type is not “transmit avideo image of a portion where an error has occurred” in step S505 (NOin step S505), in step S510, the UI unit 311 determines whether thesupport type is “display a maintenance moving image”. If the UI unit 311determines that the support type is “display a maintenance moving image”(YES in step S510), the UI unit 311 notifies the main control unit 314to that effect.

In step S511, the main control unit 314 generates a “Request” with thesupport type set to “display a maintenance moving image”, and transmitsthe generated “Request” to the support communication URI as a POSTrequest. Further, in step S512, the main control unit 314 transmits apredetermined maintenance moving image stored in the HDD 224 to thesupport communication URI via a POST request. After that, the processingreturns to step S504. In step S504, the UI unit 311 receives a selectionof a next support type.

If the UI unit 311 determines that the support type is not “display amaintenance moving image” (NO in step S510), in step S513, the UI unit311 determines whether the support type is “remotely operate theoperation unit”. If the support type is “remotely operate the operationunit” (YES in step S513), in step S514, the UI unit 311 determineswhether an “end” of the selected support is received from the keyboardI/F 227. If an “end” is received (YES in step S514), the processingreturns to step S504. In step S504, the UI unit 311 receives a selectionof a next support type. If an “end” is not received (NO in step S514),the UI unit 311 notifies the main control unit 314 to that effect.

In step S515, the main control unit 314 generates a “Request” with thesupport type set to “remotely operate the operation unit”, and transmitsthe generated “Request” to the support communication URI as a POSTrequest. Further, in step S516, the main control unit 314 acquires theoperation unit image of the operation panel 212 of the image formingapparatus 101 from the support communication URI via a GET request.

In step S517, the UI unit 311 causes the display I/F 228 to display theoperation unit image acquired by the main control unit 314, and acquiresan operation content input to the operation unit image from the keyboardI/F 227. In step S518, the main control unit 314 transmits the operationcontent to the support communication URI as the remote operation commandvia a POST request. After that, the processing returns to step S514, andthe processing continues.

If the UI unit 311 determines that the support type is not “remotelyoperate the operation unit” in step S513 (NO in step S513), in stepS519, the UI unit 311 determines whether the support type is “support anoperation with use of a camera”. If the support type is “support anoperation with use of a camera” (YES in step S519), in step S520, the UIunit 311 determines whether an “end” of the selected support is receivedfrom the keyboard I/F 227. If an “end” is received (YES in step S520),the processing returns to step S504, in which the UI unit 311 receives aselection of a next support type. If an “end” is not received (NO instep S520), the UI unit 311 notifies the main control unit 314 to thateffect.

In step S521, the main control unit 314 generates a “Request” with thesupport type set to “support an operation with use of a camera”, andtransmits the generated “Request” to the support communication URI as aPOST request. Then, in step S522, the main control unit 314 acquires thevideo data transmitted from the image forming apparatus 101, from thesupport communication URI via a GET request.

In step S523, the UI unit 311 causes the display I/F 228 to display thevideo data acquired by the main control unit 314, and receives aninstruction to process the video data from the keyboard I/F 227. At thistime, the remote support apparatus 102 operates as the image processingmodule. As an example of the image processing performed by this imageprocessing module, the operator combines a pointer or an explanatorytext with the video image. In step S524, the main control unit 314transmits the processed image acquired therefrom to the supportcommunication URI via a POST request. After that, the processing returnsto step S520, and the processing continues.

If the selected support is not “support an operation with use of acamera” in step S519 (NO in step S519), in step S525, the UI unit 311determines whether the support type is “end”. If the support type is“end” (YES in step S525), in step S526, the main control unit 314generates a “Request” with the support type set to “end”, and transmitsthe generated “Request” to the support communication URI as a POSTrequest. After that, the processing ends. If the support type is not“end” in step S525 (NO in step S525), the processing returns to stepS504. In step S504, the UI unit 311 receives a selection of a nextsupport type.

In this manner, in the remote support system according to the presentexemplary embodiment, the request (the request to switch the processingmodule and the request to perform the support processing) according tothe support type is transmitted from the remote support apparatus 102 tothe image forming apparatus 101, in which the processing module isswitched as appropriate and the support processing is performedaccordingly. Therefore, even if an unexpected event unsupportable by thesupport side occurs because its cause and solution are not expected andprepared in advance, such an event can be flexibly handled.

For example, when the support type selected by the remote supportapparatus 102 or the support type when the request to switch theprocessing module is transmitted is “transmit a video image of a portionwhere an error has occurred”, the image forming apparatus 101 operatesas the support image transmission module. For example, when an error hasoccurred in the image forming apparatus 101, video data formed byshooting an error portion is transmitted to the remote support apparatus102. Therefore, the operator operating the remote support apparatus 102can correctly and specifically understand what kind of error hasoccurred in the image forming apparatus 101. After that, the operatorcan teach an appropriate recovery procedure to the user by transmittinga request to switch the processing module to another processing moduleand a request to perform the support processing as needed.

Further, when the support type is “display a maintenance moving image”,the image forming apparatus 101 operates as the support image displaymodule. For example, when it is appropriate for the remote supportapparatus 102 to reproduce the moving image that indicates themaintenance procedure for the image forming apparatus 101, the supportimage display module reproduces the moving image that indicates themaintenance procedure on the operation panel 212. The support image maybe document data such as an operation manual, or may be a moving imagethat shows a demonstration of the maintenance. As a result, the user canperform the maintenance procedure without being at a loss.

Further, when the support type is “remotely operate the operation unit”,the image forming apparatus 101 operates as the operation module. Inother words, the operation module follows the request to perform thesupport processing, and allows the operator to operate the paneloperation I/F 208 of the image forming apparatus 101 via the remotesupport apparatus 102. At this time, the operation module also transfersan image displayed on the operation screen of the operation panel 212 ofthe image forming apparatus 101 to the remote support apparatus 102.Then, upon acquiring the remote operation command (the commandinstructing “a specific position in the XY coordinate system on theoperation unit is clicked”) from the remote support apparatus 102, theoperation module performs processing according to a further request toperform the support processing. How the panel operation I/F 208 is beingoperated according to the acquired remote operation command is displayedon the display screen of the operation panel 212. As a result, the usercan visually understand a content that the operator wants to convey.

When the support type is “support an operation with use of a camera”,the image forming apparatus 101 operates as the first image managementmodule. At this time, video data formed by shooting a portion requiringmaintenance in the image forming apparatus 101 is transmitted to theremote support apparatus 102. After that, the image forming apparatus101 is switched to the second image management module according to therequest to switch the processing module. Then, the second imagemanagement module acquires processed image subjected to the processingsuch as combining with explanatory texts or the like performed thereon,and displays the acquired processed image on the display screen of theoperation panel 212, according to the request to perform the supportprocessing thereby. As a result, the user can clearly understand aportion which the user has to deal with in the video data, and thereforecan smoothly solve the trouble.

Among results of the support processing performed by the respectiveprocessing modules of the image forming apparatus 101, only a resultwhich should be returned, is returned to the remote support apparatus102. Therefore, the present remote support system can avoid returninginformation that is not necessarily required in providing support,thereby allowing the support side to provide support sought by the usermore quickly and efficiently.

The present exemplary embodiment has been described based on the examplein which the electronic apparatus connected to the remote supportapparatus 102 is the image forming apparatus 101. However, the presentinvention is not limited to the image forming apparatus. The electronicapparatus may be any type of electronic apparatus as long as it canexecute a plurality of processing modules for performing differentsupport processing for the user asking for support while switching themas appropriate. The present invention can be applied even to a gamemachine or another type of information processing apparatus.

According to the exemplary embodiment of the present invention, theremote support apparatus can cause the electronic apparatus toselectively perform any of the support processing using the plurality ofprocessing units, and can issue the request to switch the processingunit to a selected specific processing unit, and the request to performthe support processing using the switched processing unit as needed.Further, the exemplary embodiment of the present invention does notrequire the electronic apparatus to return all of results of the supportprocessing performed by the respective processing units of theelectronic apparatus but causes the electronic apparatus to return onlya result which should be returned to the remote support apparatus.Therefore, the exemplary embodiment of the present invention can avoidreturning information that is not necessarily required in providingsupport. This arrangement allows the support side to provide supportsought by the user more correctly, quickly, and efficiently.

OTHER EMBODIMENTS

Embodiments of the present invention can also be realized by a computerof a system or apparatus that reads out and executes computer executableinstructions recorded on a storage medium (e.g., non-transitorycomputer-readable storage medium) to perform the functions of one ormore of the above-described embodiment(s) of the present invention, andby a method performed by the computer of the system or apparatus by, forexample, reading out and executing the computer executable instructionsfrom the storage medium to perform the functions of one or more of theabove-described embodiment(s). The computer may comprise one or more ofa central processing unit (CPU), micro processing unit (MPU), or othercircuitry, and may include a network of separate computers or separatecomputer processors. The computer executable instructions may beprovided to the computer, for example, from a network or the storagemedium. The storage medium may include, for example, one or more of ahard disk, a random-access memory (RAM), a read only memory (ROM), astorage of distributed computing systems, an optical disk (such as acompact disc (CD), digital versatile disc (DVD), or Blu-ray Disc (BD)™),a flash memory device, a memory card, and the like.

While the present invention has been described with reference toexemplary embodiments, it is to be understood that the invention is notlimited to the disclosed exemplary embodiments. The scope of thefollowing claims is to be accorded the broadest interpretation so as toencompass all such modifications and equivalent structures andfunctions.

What is claimed is:
 1. A system comprising: a supporting apparatus; arelay server; and a printing apparatus, the supporting apparatuscomprising: a first memory device that stores a set of instructions; andat least one processor that executes the set of instructions stored inthe first memory device to: receive a selection of one support type fromamong a plurality of support types of the printing apparatus includingat least a first support type and a second support type, wherein thefirst support type indicates a remote operation of the printingapparatus, and the second support type indicates a displaying of amaintenance moving image; and transmit, to the relay server, informationindicating the support type of which selection is received, the printingapparatus comprising: a second memory device that stores a set ofinstructions; and at least one processor that executes the set ofinstructions stored in the second memory device to: get, from the relayserver, the information indicating the support type; display amaintenance moving image on an operation panel of the printing apparatusin a case where the got support type is the second support typeindicating the displaying of a maintenance moving image, the displayedmaintenance moving image being got from the relay server; and transmit,to the relay server, an image displayed on the operation panel of theprinting apparatus in a case where the got support type is the firstsupport type indicating the remote operation of the printing apparatus.2. The system according to claim 1, wherein the at least one processorof the supporting apparatus executes the set of instructions stored inthe first memory device to: transmit, to the relay server, theinformation indicating the support type, by transmitting a POST requestof Hypertext Transfer Protocol (HTTP) to a memory resource of the relayserver identified by a support communication Uniform Resource Identifier(URI), and the at least one processor of the printing apparatus executesthe set of instructions stored in the second memory device to: get, fromthe relay server, the information indicating the support type, bytransmitting a GET request of HTTP to the memory resource of the relayserver identified by the support communication URI; and transmit, to therelay server, the image displayed on the operation panel, bytransmitting a POST request of HTTP to the memory resource of the relayserver identified by the support communication URI.
 3. The systemaccording to claim 1, wherein the at least one processor of thesupporting apparatus executes the set of instructions stored in thefirst memory device to: get, from the relay server, the image displayedon the operation panel of the printing apparatus; and transmit, to theprinting apparatus, a command instructing a designation of a specificposition of a coordinate system on the operation panel in a case wherethe transmitted support type is the first support type indicating theremote operation of the printing apparatus, and wherein a state of theoperation panel of the printing apparatus being operated according to aremote operation command transmitted from the supporting apparatus tothe printing apparatus via the relay server is displayed on thesupporting apparatus.
 4. The system according to claim 1, wherein the atleast one processor of the printing apparatus executes the set ofinstructions stored in the second memory device to: transmit, to therelay server, video data formed by shooting a portion of the printingapparatus with use of a camera in a case where the got support type issupport of an operation with use of a camera.
 5. The system according toclaim 1, wherein the at least one processor of the supporting apparatusexecutes the set of instructions stored in the first memory device to:transmit, to the relay server, information indicating switching of asupport type, and the at least one processor of the printing apparatusexecutes the set of instructions stored in the second memory device to:get, from the relay server, the information indicating a support type towhich a support type is switched.
 6. A supporting apparatus configuredto communicate with a printing apparatus via a relay server, thesupporting apparatus comprising: a memory device that stores a set ofinstructions; and at least one processor that executes the set ofinstructions stored in the memory device to: receive a selection of onesupport type from among a plurality of support types of the printingapparatus including at least a first support type and a second supporttype, wherein the first support type indicates a remote operation of theprinting apparatus, and the second support type indicates a displayingof a maintenance moving image; transmit, to the relay server,information indicating the support type of which selection is received,the transmitted information being got by the printing apparatus from therelay server; transmit, to the relay sever, a maintenance moving imagewhich is to be displayed on an operation panel of the printing apparatusin a case where the transmitted support type is the second support typeindicating the displaying of a maintenance moving image, the transmittedmaintenance moving image being got by the printing apparatus from therelay server; and get, from a relay server, an image displayed on theoperation panel of the printing apparatus in a case where thetransmitted support type is the first support type indicating the remoteoperation of the printing apparatus, the image displayed on theoperation panel being transmitted by the printing apparatus to the relayserver.
 7. The supporting apparatus according to claim 6, wherein the atleast one processor executes the set of instructions to: transmit, tothe relay server, the information indicating the support type, bytransmitting a POST request of Hypertext Transfer Protocol (HTTP) to amemory resource of the relay server identified by a supportcommunication Uniform Resource Identifier (URI).
 8. The supportingapparatus according to claim 6, wherein the at least one processorexecutes the set of instructions to: transmit, to the printingapparatus, a command instructing a designation of a specific position ofa coordinate system on the operation panel in a case where thetransmitted support type is the first support type indicating the remoteoperation of the printing apparatus, and wherein a state of theoperation panel of the printing apparatus being operated according to aremote operation command transmitted from the supporting apparatus tothe printing apparatus via the relay server is displayed on thesupporting apparatus.
 9. The supporting apparatus according to claim 6,wherein the at least one processor executes the set of instructions to:transmit, to the relay server, information indicating switching of asupport type.
 10. A method for controlling a supporting apparatuscomprising a memory device that stores a set of instructions and atleast one processor, the method being executed by the at least oneprocessor in accordance with the instructions and comprising processesof: receiving a selection of one support type from among a plurality ofsupport types of a printing apparatus including at least a first supporttype and a second support type, wherein the first support type indicatesa remote operation of the printing apparatus, and the second supporttype indicates a displaying of a maintenance moving image; transmitting,to a relay server, information indicating the support type of whichselection is received, the transmitted information being got by theprinting apparatus from the relay server; transmitting, to the relaysever, a maintenance moving image which is to be displayed on anoperation panel of the printing apparatus in a case where thetransmitted support type is the second support type indicating thedisplaying of a maintenance moving image, the transmitted maintenancemoving image being got by the printing apparatus from the relay server;and getting, from a relay server, an image displayed on the operationpanel of the printing apparatus in a case where the transmitted supporttype is the first support type indicating the remote operation of theprinting apparatus, the image displayed on the operation panel beingtransmitted by the printing apparatus to the relay server.
 11. Anon-transitory computer readable storage medium storing a programcausing a computer comprising a storage unit that stores one or moreapplications to execute steps of: receiving a selection of one supporttype from among a plurality of support types of a printing apparatusincluding at least a first support type and a second support type,wherein the first support type indicates a remote operation of theprinting apparatus, and the second support type indicates a displayingof a maintenance moving image; transmitting, to a relay server,information indicating the support type of which selection is received,the transmitted information being got by the printing apparatus from therelay server; transmitting, to the relay sever, a maintenance movingimage which is to be displayed on an operation panel of the printingapparatus in a case where the transmitted support type is the secondsupport type indicating the displaying of a maintenance moving image,the transmitted maintenance moving image being got by the printingapparatus from the relay server; and getting, from a relay server, animage displayed on the operation panel of the printing apparatus in acase where the transmitted support type is the first support typeindicating the remote operation of the printing apparatus, the imagedisplayed on the operation panel being transmitted by the printingapparatus to the relay server.